We aim to be extremely responsive to user support tickets by email and in-app, usually replying within the hour and often much faster than that. This service is available during UK market hours in the day and on an ad-hoc basis in the evenings and at weekends. Outside UK daytime hours support times may take hours rather than minutes.

Please note, we have no dedicated support staff - the people that build & research the data & applications on site answer the support queries. While we endeavour to answer all queries quickly, sometimes we’re too busy building the product - so please be patient !

You can raise a support ticket by clicking on the Green Support Messenger at the bottom right of any page. We’ll reply right back to you in the application and you’ll receive a popup conversation if you are online. If you are offline you will receive an email. You can pick the conversation up at any time both via email or in app.

This is a fairly sophisticated Web-based product and our team is spread across different locations in several continents, so it's just not cost-effective for us to provide a dedicated telephone support team. We'd much rather keep the prices we charge you for the service low, rather than inflate our prices by offering a phone support line that 98% of users won't need.

While we don’t offer dedicated phone support, if you do want to include your phone number in a ticket, we will aim to give you a call back, if the issue can not be resolved easily by email.

Do feel free to contact us via the Green Support Messenger if you'd like to see a live product demo. The best way to get a demo is to either join one of our webinars or come to a live seminar or conference. Please check the next sections for more info. We also have a number of introductory demo videos available on Youtube, which may be helpful.

From time to time, we may experience a technical problem with the site that you need to get in touch with us to resolve. Naturally, the first step in fixing a technical issue is to work out what’s going on and so we may ask for some extra information to help us do this.

In particular it is helpful to know the following:

What operating system are you using (Windows, iOS etc) and what version of that operating system?

What browser are you using (Chrome, Firefox etc) and what version of that browser?

The error messages produced by your browser can be extremely helpful in helping us debug technical problems. However, you will need to open up the browser console in order to see them. If you are comfortable doing this, then exactly how you do it depends on the browser you are using but here are some resources that may help you out: